Customer Service Assistant - Temp

Chelsea Peers; Greater London; On-site; GBP 1,653,000 - 2,066,000; Part time

Benefits offered by this job

Hybrid work

London Living Wage

On-site training

Job summary

Chelsea Peers is seeking a confident Customer Service Assistant for the Christmas season. You will be the warm, helpful voice representing our brand, aiding customers to find the right fit, resolve issues, or track orders with a feel-good tone.

Training will be on-site at our Chiswick, London office, after which the role operates on a hybrid basis with at least 3 days per week in the office. London Living Wage applies.

Qualifications

• 1–2 years experience in customer service, retail or eCommerce.
• Experience with customer service platforms such as Gorgias or Zendesk is desirable.
• Strong organisational skills and ability to manage multiple tasks across systems.

Responsibilities

• Manage and resolve customer enquiries via email and live chat with high service standards.
• Process customer orders, returns and refunds accurately and efficiently.
• Respond to marketplace queries, product Q&As and reviews per brand guidelines.
• Investigate logistics issues (delays, missing, stock-related) with internal teams.
• Handle complaints with empathy and a solution-focused approach.
• Maintain accurate customer records in CS systems.
• Identify recurring trends and issues and work with teams to implement improvements.
• Escalate complex enquiries for timely follow-up.

Skills

Customer service

Retail experience

Communication

Organisation

Team collaboration

Seasonal/peak period availability

Tools

Gorgias

Zendesk

Job description

About the job Customer Service Assistant - Temp

We are looking for confident and highly motivated Customer Service Assistants to join us for our Christmas season. At Chelsea Peers, we believe that comfort isn't just a product; it's an experience, and our Customer Service Assistants are at the heart of it all.

As the first point of contact for our community, you'll be the warm, helpful voice that represents who we are. You won't just answer questions; you'll bring our brand to life through every conversation. Whether you're helping someone find the right fit, resolve an issue, or track down a missing order, you'll do it with a thoughtful touch and a feel-good tone. Because when our customers speak to you, they're speaking to us.

About Chelsea Peers

Chelsea Peers was created to make off-the-clock moments even better - the ones where time slows, smiles linger, and comfort takes centre stage. Designed for downtime without compromise, the brand blends consciously crafted creativity, everyday luxury, and effortless style.

Chelsea Peers makes loungewear, nightwear, and swimwear that's playful yet polished. From hand-drawn prints to premium organic fabrics, every piece is made to look good, feel good, and move with you.

As a proud B Corp and family-run business, Chelsea Peers is committed to making a positive impact on its community, customers, and the planet. Since its founding in 2012, the brand has treated relaxation as a ritual, an art, and a necessity, helping to change the way people recharge and bringing a little extra joy to their time off.

Key Responsibilities

• Manage and resolve customer enquiries via email and live chat, delivering a consistently high standard of customer service.
• Process customer orders, returns and refunds accurately and efficiently.
• Respond to marketplace customer queries, product Q&As, and customer reviews in line with brand guidelines.
• Investigate and resolve logistics-related issues, including delayed, unfulfilled, lost, or stock-related orders, liaising with internal teams and delivery partners where required.
• Handle customer complaints with professionalism, empathy, and a solution-focused approach.
• Maintain accurate customer records and documentation within customer service systems.
• Identify and proactively resolve recurring customer trends or operational issues, liaising with management and relevant teams to implement effective solutions and support continuous improvement.
• Escalate complex customer enquiries or operational issues to ensure timely follow-up and resolution.

Skills Required

• 1-2 years' experience in a customer service, retail, or eCommerce environment.
• Experience using customer service platforms such as Gorgias, Zendesk, or similar systems is desirable.
• Strong organisational skills with the ability to manage multiple tasks, prioritise workloads, and maintain accuracy across different systems.
• Excellent verbal and written communication skills, with the ability to deliver a friendly and professional customer experience.
• Confident handling customer enquiries and resolving issues with a calm, patient, and solution-focused approach.
• A collaborative and proactive approach, with the ability to work with teams across the wider business.
• Flexible and adaptable, with a willingness to support the team during peak trading periods, including evenings and weekends where required. Due to the seasonal nature of the role, availability to work most Saturdays from November through to mid-January is essential.

Other

• Applicants must have the legal right to work in the UK.
• The successful candidates will complete their first two weeks on-site in our Chiswick, London office for training. Following this, the role operates on a hybrid basis with a minimum of 3 days per week in the office.
• Competitive pay in line with the London Living Wage.
• Pro rata holiday entitlement for the duration of the fixed-term contract.